Opportunity Description
Req ID: 350756
We are currently seeking a Helpdesk Analyst - ITIL to join our team in Coimbatore, Tamil Nādu (IN-TN), India (IN).
General Summary
· Responsible for assigning tickets to resolutions team and ensuring accuracy of all aspects ticket assignment for the team
· Responsible for scheduling and workload balancing for the team
· Responsible for co-ordination of tickets assigned to Resolution Teams; ensuring that all cases are closed within SLA.
· Responsible for effecting improvements and maintaining team quality metrics at the required level.
· Uses analytical skills to monitor trends and report on team quality metrics.
· Responsible for the continued improvement in team technical, troubleshooting, process and customer handling skills.
· Acts as a point of contact for both technical and non-technical customer escalations.
· Assists Service Desk Manager and Team Leaders with Problem Management ...